In this guide, we will explain why a return might get declined in Sello.
If you wish to read more about how to register a return, you can do that here
When you register a return in Sello, you can either accept or decline the return. This is because the marketplace may request a return in some cases, which you will be able to accept or decline.
However you may run into a situation where you mark an order as a return and accept it, but then it switches to declined after a few minutes.
Below are some the most common reasons for a return being declined.
Not enough balance
On some marketplaces you will have a balance that is paid out by the end of the month. This balance is the total of your sales that will be paid out, and it will start at 0 on the start of the month, then increase over time as you receive orders.
When you register a return, you are deducting the amount from this balance.
In some cases you may not have enough balance yet to register a return, which will in turn decline the return and give you an error. This is usually a risk at the start of the month, but can happen anytime depending on your balance and amount of returns.
You will need to contact the marketplace for this error.
Order is not marked as delivered
When you deliver an order in Sello, the order will also be marked as delivered or shipped on the marketplace.
In order to mark an order as a return, it needs to firstly be delivered or shipped on the marketplace.
Make sure that you have marked the order as delivered before you do the return, and if you have not physically sent the package and delivered the order, it could be relevant to cancel it instead.
Order row is not refundable
In some cases, the return will get declined because the order row is not refundable on the marketplaces. If you receive this error, you need to contact the marketplace and ask them why the order row is not refundable.